Deskripsi Pekerjaan
Are you an experienced IT operations leader looking to make a global impact? NTT DATA is seeking a high-performing Field Support – Operations Lead to join our prestigious team in Bonifacio Global City. In this pivotal role, you will be the bridge between technical strategy and operational execution, ensuring seamless service delivery across our ASEAN-wide infrastructure.
You will lead high-impact teams, optimize field support workflows, and drive service excellence in a fast-paced, enterprise-grade environment. We are looking for a proactive leader who thrives on solving complex technical challenges while fostering a culture of collaboration and efficiency. At NTT DATA, your work directly influences our commitment to innovation and client satisfaction on a global scale.
Tanggung Jawab
- Lead and mentor field support teams to ensure optimal performance and technical service delivery.
- Oversee ASEAN-wide operations, ensuring alignment with regional service level agreements (SLAs) and internal benchmarks.
- Analyze operational data to identify bottlenecks and implement process improvements that increase efficiency.
- Serve as the primary point of escalation for critical field incidents, providing rapid, effective resolution strategies.
- Collaborate with cross-functional stakeholders to align operational support with overarching business goals.
- Manage resource allocation and scheduling to maintain comprehensive coverage across diverse locations.
- Drive the adoption of best practices, including ITIL frameworks, to enhance service consistency and quality.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5+ years of experience in technical support, with at least 2 years in a leadership or team management capacity.
- Proven track record of managing large-scale or regional field support operations.
- Strong technical background in hardware, software, and networking support within enterprise environments.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels.
- Proficiency in ITSM tools (e.g., ServiceNow, Jira Service Management) and data analytics.
- Ability to thrive in a global, multi-cultural corporate environment.